Frequently Asked Questions about the Skeepers Feedback Management Platform

To create a linked attribute in Skeepers, you need to follow these steps:

• Understand the concept of an attribute
• Create a main attribute
• Associate linked attributes
• Import values for the linked attribute
• View and use the linked attribute
• Update if necessary

To learn more, see our article Creating a linked attribute.

To create a contact field attribute in Skeepers, you can follow these steps while considering the different types of attributes available:

• Access the attributes menu
• Create a new attribute
• Name the attribute
• Description (optional)
• Choose the attribute type
• Configure the default value
• Save changes and link to segments

To learn more, see our article dedicated to creating attributes.

To determine which type of attribute fits your need, you should consider the nature of the data you want to collect and how it will be used in your campaigns or analyses.

To learn more about attribute types, see our article dedicated to creating attributes.

You now have the ability to modify the values of attributes collected in the past. Your analyses are now consistent thanks to the harmonization of the names or values of the attributes you collect.

To do this, follow these steps:

• Log in to the platform
• Go to "Settings" > "Modification of Collected Attributes"
• Select the attribute to modify and define the new value
• Use filters if needed (max 20,000 feedbacks at a time)
• Start the modification and confirm

To learn more, see the article How to modify the values of attributes already collected.

If your campaign is not collecting attributes, this can be due to several possible blocking points. Here are some leads to resolve this issue:

• Verify the segment
• Segment configuration
• Presence of attributes in the source
• Format/type of attribute defined in Skeepers
• Website display

To learn more, see the article Why is my campaign not collecting attributes?

Importing responses:

• Prerequisites: "import.feedback" and "campaign.import.feedback.ftp" permissions enabled.
• Manual import: Settings > Campaigns > Feedback import. Download the CSV template, complete it respecting the format, then upload it.
• FTP or API: For recurring use, configure import via FTP or API.

Troubleshooting attribute-related issues:

• Verify the attribute type corresponding to the need.
• Properly configure linked attributes or contact fields.

To learn more, see the article How to import responses into my questionnaire?

Yes, by default, a participant can submit multiple responses as long as they have access to the questionnaire.

However, it is possible to restrict this feature via participation management settings (by unique visitor, by attribute value, etc.).

To learn more, see the article on managing participation in a campaign.

• Access the campaign: Edit the desired question.
• Variable code: Use the format [#ans.{code}] where {code} corresponds to the unique question code.
• Customization: Reuse previous answers in subsequent questions.
• Scripting: Adapt the path according to answers and profile.
• Integration: Usable in questionnaires, emails, SMS, and exports.
• Preview: Test before deployment.

To learn more, see the article dedicated to customizing questionnaires.

You can create a questionnaire from scratch (new campaign) or by using a pre-built template.

A campaign includes the questionnaire, deployments, segments, attributes, and post-response actions.

To learn more, see the article on creating the questionnaire.

You can use:

• Display conditioning
• Scenarios

These methods allow adapting the display according to previous answers or the respondent’s profile.

To learn more, see the article on creating scenarios.

• Access campaign settings
• Configure an action
• Define triggering conditions
• Choose notification type (SMS, Email, URL)
• Save and test

To learn more, see the article on notification actions via SMS, Email, and URL.

You can use personalized notifications and the Closed Loop feature to respond effectively to customers.

To learn more, see the article on the Closed Loop feature or on responding to feedback.

To track the sending of your emails via Skeepers, you can use the deployment statistics available on the platform.

Here are the general steps:

• Access the Skeepers platform
• View deployment statistics
• Monitor email pack consumption

Check the performance available on your deployments in the article survey performance.

When integrating questionnaires on a website, display issues may arise impacting user experience and feedback collection.

These problems may be related to:

• The appearance of the questionnaire
• Its triggering on the site
• Certain technical configurations or settings

By analyzing these elements, you can identify causes and ensure optimal presentation of your questionnaires.

To learn more, see the article on questionnaire not displaying on the website.

You can create follow-ups for your email or SMS deployments to optimize your response rate.

Two types of follow-ups are available:

• Instant follow-up
• Scheduled follow-up

To configure a follow-up:

• Open your email or SMS deployment
• Go to the Follow-ups tab

To learn more, see the article on configuring a follow-up on a deployment.

To test and configure a deployment via URL on Skeepers, follow these steps:

• Create a new deployment: Click on "Create a new deployment"
• Choose the experience type: Classic or conversational
• Select Email deployment
• Choose the sender: Skeepers or external service

Configure your campaign:

• Select one or more campaigns
• Give a name to the deployment

Choose display mode:

• First question with recording
• First question with pre-filling (recommended B2B / employees)

Generate the URL:

• Use the URL Generator
• Verify that the segment is properly attached

Complete the attributes:

• Fill the fields with appropriate values
• Use variable codes or replace them in your emailing tool

Secure the attributes:

• Base64 encoding
• AEAD method (Encrypt then MAC)

Once done, click "Generate" to get the URL to embed in your emails (link, image, or button).

These steps will allow you to effectively configure your campaigns and test their rendering while customizing and securing your deployments.

A visually coherent questionnaire with your graphic standards improves its attractiveness and impact.

To customize the appearance of your questionnaire, you can use the design templates offered by Skeepers.

Based on predefined themes, this feature allows you to easily adapt the visual rendering of your questionnaires.

Discover how to fully leverage these design templates by clicking here.

To display the progress bar in your questionnaire, follow these steps:

1. Access the design customization options of your questionnaire
2. In display settings, locate the option dedicated to the progress bar
3. Enable this option to make it visible

To go further, you can customize its appearance via the advanced CSS tool available in theme editing.

Don't forget to save your changes.

Themes are optimized to offer the best possible response experience, but you can modify some advanced settings to go further in customization.

To learn more, see the article on graphic customization of questionnaires.

To display a comparison in a dashboard, you can use different types of charts to visualize differences between multiple elements or segments:

• Stacked vertical bars
• Horizontal bars
• Stacked bars
• Curves
• Stacked areas

To learn more, see the article on displaying chart types.

To share your report with other users, follow these steps:

• Create and configure your report
• Share the report by email
• Select the display language
• Complete the subject and content of the email
• Choose files to attach
• Enable sharing and schedule recurrence

To learn more, see the article dedicated to reports.

To share your reports and analysis tables, several options are available:

• Share via URL
• Share via Email
• Use advanced settings

To learn more, see our articles on sharing and deploying dashboards (general or by email).

When integrating data between Skeepers and your external tools (connected application or FTP repository), mapping errors may occur.

These errors can be due to several factors:

• Incorrect field configuration
• Format incompatibilities
• Synchronization issues
• Connection problems

To identify these errors, correct them or replay them to ensure smooth and reliable integration, see the dedicated article here.

The integration of TrustPilot with Skeepers is based on a connected application that automatically transfers respondent information.

This facilitates review submission by avoiding the respondent having to re-enter their information if it is already mapped.

To configure this integration:

• Connect to TrustPilot
• Configure mapping

To learn more, see the article Redirecting a respondent to TrustPilot to submit a review.

To activate the Skeepers API, you must have administrator rights.

Here are the steps to follow:

• Access account settings
• Open the API tab
• Add a new API user

To learn more, see the article on using the Skeepers API.

If you are not receiving the password reset email, you can follow these steps:

• Check your spam and allow the address no-reply@myfeelback.com
• Restart the "Forgot password?" procedure
• If the email still does not arrive, ask an administrator to resend the reset link manually

To learn more, see our article on resetting a recipient's password.

Administrators (also called account operational managers) are the only people authorized to manage the creation, modification, and deletion of users.

Skeepers imposes no restriction on the number of users authorized on an account.

Discover how to create a user on your Skeepers Feedback Management account.

Closed Loop is a method that consists of closing the feedback process by taking concrete actions based on customer responses to improve the user experience or resolve reported issues.

It notably allows:

• Automating certain actions (e.g., sending email notifications)
• Responding quickly to customer feedback
• Managing international campaigns thanks to translation into multiple languages

Discover how to use the Closed Loop feature.

If you use sending questionnaires by Email or SMS via Skeepers, you can easily manage your contact lists directly from the platform.

Contacts can be imported:

• Manually
• Automatically

This allows you to integrate them into specific mailing lists according to your needs.

To learn more, see the article on creating or importing a mailing list containing contacts.